According to Huawei’s recently published Global Connectivity Index 2018, the evolution and widespread adoption of artificial intelligence will almost double the value of the digital economy to $23 trillion by 2025, breathing new life into traditional industries while creating new business opportunities.

Investments in CEM solutions are an important factor for evolving customer service, but experience shows that these must be supported by the right culture. Technology is part of the solution, but on its own, it won’t effect change.

Guy Redmill, Redmill Marketing Associates' Managing Director, announced the winners of the IMS World Forum Awards in London on Wednesday evening.